Team Leader, Customer Service
Core
Lead a Southeast Asia customer service team to drive ownership of day-to-day order fulfillment and provide excellent service to customers and channel partners.
Role type
Team Leader, Customer Service (Operations)
Builds
Quote-to-Cash activities including orders, returns, replacements, debits, and credits
Domain
Logistics/Supply Chain / International Trading
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Account management, root-cause analysis, process improvement (PPI), team coaching and development, performance tracking, cross-functional collaboration, compliance management, change leadership, quotation and order processing, billing and payment reconciliation
Preferred skills
ERP proficiency (SAP, Oracle E1), MS Office, international trading knowledge, additional languages (Mandarin, Bahasa Indonesian, Thai, Vietnamese)
Technologies
SAP, Oracle E1, MS Office
Responsibilities
Serve as main contact for customers and partners via phone, email, and meetings; manage account changes and delays with proactive communication; oversee daily Quote-to-Cash activities; coach team members and develop action plans; plan and review team workflows to achieve KPIs; lead continuous improvement initiatives; communicate CX initiatives across the organization; ensure compliance with policies and audit requirements.
Seniority
Mid-Senior, hands-on IC with team leadership